Customer-Centric Marketing... and Google

We read a lot. 
This week we came across a really great quote from Google's Sr. VP of Global Marketing, Lorraine Twohill:  " I think that (listening) should be marketing’s role in the company—to really be the champion of the consumer, the face of the user internally, and the guardian of the user’s best interests and the user’s needs."
 
Her point being that when we really listen we pick up on pain points that turn into meaningful innovation and, ultimately, revenue.

Begs the question... how well do you listen?  What formal and informal processes are in place to really listen to the consumer, above the everyday din? 
 
Surveys are great ways to listen.   Contact Terri Heath to learn more at theath@sergesketter.com or 847.441.4975.
 
To read McKinsey's entire interview of Twohill : http://www.mckinsey.com/insights/marketing_sales/how_google_breaks_through